1,452 Customer Reviews over 37 pages
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- Location
- Shropshire
- Reviewing
- Shell Energy
- Date
- 2022-06-29
- Comments
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Unfortunately I was transferred to Shell from Post Office Phones. The service received from post office phones was excellent, sad to have been moved.
I have had no phone or broadband for 4 weeks now,it took me two weeks just to report the fault as no one answering phones, when eventually got through I was forced to make an appointment before they would pass the fault to open reach, had to wait a further week for the appointment, the fault was not in my house but along the outside line. Engineer did not fix fault on my appointment day, next appointment was another week along but due to my work commitments I cannot be at home all day, open reach sent a text with the new date that I cannot make, I cannot reply to this text other than with the word change, I have done this only to be informed I now have to contact Shell again to re-book, the fault is already confirmed as not in the house, this is ridiculous. I have no mobile phone signal at the house so have been completely cut off from all means of communication for 4 weeks and cannot remain in friends houses for hours waiting for shell to answer the phone! I have never before encountered such a dreadful service from any provider that I have used. I so far have been unable to contact shell - again! to rebook, and open reach have sent me a confirmation text for my cancelled apppointment, if I am not home shell have already informed me at time of first and only conversation that I will be charged £65.00 on my phone bill if not in attendance.
I cannmot change provider until the line is fixed, this is absolutely appalling. I will not be paying any £65.00 fee for their own dreadful inefficiency, they will need to take it to court.
I cannot recommend this company, all may be ok while your phone works but the service provided when not is non existant.
- Location
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- Location
- Durham
- Reviewing
- Shell Energy
- Date
- 2022-06-29
- Comments
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I've been with shell energy broadband since the 27th of this month their broadband does not work they are trying to charge me £359 to cancel for something that doesn't work for anyone this concerns do not use shell energy broadband they are w***
- Location
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- Location
- Aberdeen
- Reviewing
- Shell Energy
- Date
- 2022-06-28
- Comments
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The worst customer experience ever. Passed to 3 different people none of whom knew what they were doing apart from making false promises to get rid of you regarding help. Just kept passing me on and behaving in a totally robotic way. Most of them should never have been allowed near a customer. This is the worst customer service I have ever known. Was with the PO for many happy years but forced to migrate to this awful Shell Broadband. Keep clear of them.
- Location
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- Location
- Poole
- Reviewing
- Shell Energy
- Date
- 2022-06-28
- Comments
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The absolute worst company I've ever dealt with .
To use the word useless would be a compliment after what I've been put through over these last few months.
From beginning to end , they've messed up everything.
They took money they shouldn't have , and then told a pack of lies about issuing a refund.
They actually lied !!!
Basically I would call them criminals, hiding behind the name of a legitimate company.
I'm now with Plusnet , and so far they've been great .
Once bitten twice shy .
Shell ain't gonna get their teeth into my hard earned cash ever again !!!
- Location
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- Location
- BIshops Castle
- Reviewing
- Shell Energy
- Date
- 2022-06-27
- Comments
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Since moving onto Shell from post office broadband.
Had terrible service and charged 7 pounds more èven though I was told it would not increase .
Just lost my husband to cancer and this week end Shell broadband rang me and said my contract ended March so it will cut my service 25th July ho find yourself another provider . Two days earlier I spoke to them and it was agreed a new contract 1 months free and 19.99 a month. I agreed to wait 2 weeks so this call set me back a bit at the week end . Heartless they were . Hope they fail soon
- Location
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- Location
- West london
- Reviewing
- Shell Energy
- Date
- 2022-06-27
- Comments
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Became a unfortunate customer when mypostoffice broadband was taken over by shell energy. Since then, my broadband speed has halved.
Shell energy has prooved to be impossible to contact by phone and they do not respond to emails
- Location
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- Location
- Sussex
- Reviewing
- Shell Energy
- Date
- 2022-06-26
- Location
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- Location
- East Sussex
- Reviewing
- Shell Energy
- Date
- 2022-06-25
- Comments
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Broadband was all right but returning the router was a nightmare as they kept asking for it to be returned, or for me to call them about the return, when they had already had it back for over a week. Admin is dreadful generally, wasted a lot of time contacting them because of their appalling processes.
- Location
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- Location
- Hampshire
- Reviewing
- Shell Energy
- Date
- 2022-06-23
- Comments
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Had a generally good experience with Shell Broadband for our 12 month contract - internet was reliable, and faster than we were paying for. Relatively good value. Never had any issues with dropouts or poor coverage. We were very happy with this provider after being with Virgin Media (unreliable and slow) for several years.
The issues have been with customer service since the contract ended. I have been chasing a final bill for almost a month now, despite being told the bill would be issued within 10 days of the contract ending. An extra Direct Debit payment was taken almost a week after the contract ended. I was never sent a return label for the router, despite me asking for one three times, and I am now being threatened with a £35 fine for not returning the router in time. The Live Chat feature on the website is never available so I have had to phone customer services several times to chase the bill and the label, and every time I get "they're on the way", and nothing ever shows up. Very disappointed as the internet itself was fab, but the stress of having to chase them like this has put me off ever using them again.
- Location
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- Location
- Northampton
- Reviewing
- Shell Energy
- Date
- 2022-06-20
- Comments
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I was one of those switched over from the Post Office to Shell.
Overall, my service has been good with fibre in my area. I don't remember the last time the internet dropped for me.
However, it is near impossible to get them on the phone! Been calling multiple times a day and have been waiting for over half an hour.
I am definitely moving to a more established ISP, with significantly better customer service.
- Location
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- Location
- Dudley
- Reviewing
- Shell Energy
- Date
- 2022-06-19
- Comments
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Left this company on may 17th and was still charged another months rental on May 25th which I am having trouble getting refunded .Had a threatening on June 18th about returning the router although I was waiting for them to send a returns bag
Awful company
- Location
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- Location
- Glasgow
- Reviewing
- Shell Energy
- Date
- 2022-06-17
- Comments
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Was swapped from Post Office to Shell 6 months ago. Haven't had a single day of constant internet since. Drops out 50 times a day. I've spent hours on the phone with them and after 6 months finally got a BT engineer booked. Shell claims they found a fault and fixed it but my internet is still the same. Cancelled my contract with them and was sent a final bill for £65. On a £17 a month contract. They can whistle for their money. I suppose the moral of the story is that if they can't keep oil out the ocean, they shouldn't try breaking into the broadband market.
- Location
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- Location
- Hinckley
- Reviewing
- Shell Energy
- Date
- 2022-06-17
- Comments
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My mother in law relies on wi fi for various devices like Alexa, so we can call her 100 miles away between visits.
The reliability of wi fi was poor, kept dropping out, she was paying way over the odds £20+ compared to other providers. But the worst was the lack of help upgrading her to fibre, the agents offered to call her but never did.
- Location
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- Location
- Fulham
- Reviewing
- Shell Energy
- Date
- 2022-06-16
- Comments
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So far I've been with Shell for a short period of time having previously been the the Post Office, which was excellent. Unfortunately they handed over to Shell. It's been nothing but a nightmare. Slow, unreliable, customer service queue too long and the final straw.....trying to pay my bill I use the website to view my bill of course before paying. Each time without fail, it didn't recognise my email address, then didn't recognise my password, when I tried again and it accepted both of these, I got a page saying OOPS SOMETHING WENT WRONG, try again later. Tried later, same problems up to an hour trying to get to my bill, finally get there and go to pay and informed "your have no outstanding bills' having only received an email a day before asking me to pay!! So fed up I decided to switch to another provider, who by the way, is far cheaper. Shell had the nerve to try and charge me exit fee of over £100 justifying this by telling me, I could have called, or had a chat, if their website isn't working. I do not pay bills without viewing them first and cannot access this without wasting an hour. Basically they're brushing me off and blaming me instead of fixing they ongoing website problems. This is now becoming the norm for most big companies, I am now in the process of discussing with the Ombudsman.
- Location
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- Location
- Wimborne
- Reviewing
- Shell Energy
- Date
- 2022-06-15
- Comments
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Wi Fi kept dropping out from day one. Phone calls to customer services went unanswered after 30-40 mins. Router adjustments made no difference. Finally got pair of wi fi boosters from Shell Energy which helped stabilize the wi fi performance except on my Smart TV which is pixelated on specific stations. I regret changing from previous supplier which was problem free but more expensive . Lesson learned
- Location
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- Location
- Lancashire
- Reviewing
- Shell Energy
- Date
- 2022-06-15
- Comments
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On occasions there has been a long wait for customer service, and for a while there were problems with the WiFi. However, these were sorted out by an engineer and all is fine now. Shell Energy Broadband is very good value and I am happy to be with them.
- Location
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- Location
- Gwynedd
- Reviewing
- Shell Energy
- Date
- 2022-06-14
- Comments
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Shell bought the company that supplied my broadband. When I cancelled they wanted a full month of fees plus an extra fee of £35. I contacted the complaints department to enquire about this and got the usual…. Due to high volumes of customer enquiries……got a reply on June 7th….however I got the threatening email from a debt collection agency on 20th May….and it turns out that they want the money to dispose of my 3 year old router…… what a grabby corporation.
- Location
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- Location
- Borders
- Reviewing
- Shell Energy
- Date
- 2022-06-14
- Comments
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Would rate nil if I could. THE worst service AND customer service I have ever encountered. Hassle started in December with the "super fast" fibre broadband that wasn't. Utter garbage and broken promises from them ad I tried to resolve with them. Finally gave up and moved to another provider. Accepted Shell's offer of compensation. And here we are in June. Still no compensation. Still not resolved. They are utterly, utterly dreadful.
- Location
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- Location
- Prestatyn
- Reviewing
- Shell Energy
- Date
- 2022-06-13
- Comments
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Sadly Post Office sold their accounts to Shell,bills never on time ,keep asking for bills to be paid again,totally no customer service.
- Location
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- Location
- staffordshire
- Reviewing
- Shell Energy
- Date
- 2022-06-13
- Comments
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Have a line fault Shell aranged for Openreach to contact me when they are coming, waited three days but no call from anyone. Have tried to phone Shell six times. waited at least 30 minutes to 45 minutes not answered. fed up with this so called caring company, off back to another provider
- Location
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- Location
- Rochester
- Reviewing
- Shell Energy
- Date
- 2022-06-13
- Comments
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I left shell energy broadband on the 5th April and switched to another provider. On the 12th April I got charged for my monthly broadband fee of £18. I rang on the 19th April and was told to wait for a final summary. I rang on the 11th May and explained I have not received anything. I was told I had to request a refund. I rang on the 18th May and was told there is a process to refund. I had to wait 10 working days for a refund. It has now been 10 days on the 1st June. First handler told me the refund was only approved yesterday on the 31st May. I would have to wait 10 working days. I told him this is unfair and not acceptable. I asked to speak to a line manager and wished to complain. He told me I could not and that he could not put me in touch with a senior manager. I feel like this has not been handled very well at all by your customer service team. It has caused me a great deal of stress and no faith in the company. Avoid this company at all costs
- Location
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- Location
- RICHMOND
- Reviewing
- Shell Energy
- Date
- 2022-06-13
- Comments
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One of the unfortunate people 'sold' by MyPostOffice to Shell Energy. Seamless changeover promised wasn't, was without service for 2 weekends. Emails keep getting 'Delayed Mail' message. Have left several email complaints, only one responded to, to sign me up for a new [allegedly cheaper] 18-month contract, but bill came for old rate. No response when I asked for corrected bill. So very disappointed that MyPostOffice have landed us all in this.
- Location
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- Location
- Rochdale
- Reviewing
- Shell Energy
- Date
- 2022-06-11
- Location
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- Location
- Thorpeness
- Reviewing
- Shell Energy
- Date
- 2022-06-11
- Comments
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Absolutely hopeless! Since Shell took over from Post Office I have not received a bill,Direct Debit set up with Post Office not been honoured,no success at finding out amount owed!I just want to pay!!!!
- Location
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- Location
- London
- Reviewing
- Shell Energy
- Date
- 2022-06-11
- Comments
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Shell has not been taking out their payment on time and waited for two months before doing so. I have called Shell on many occasions, and still no improvement. The service is awful and I WILL NOT be renewing my contract. I had no such problems with the POST OFFICE. It takes over an hour before calls are answered.
Anyone reading this AVOID Shell broadband.
- Location
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- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2022-06-08
- Comments
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This provide is rubbish. Avoid. The service doesn’t work. I cannot hold a video call. They deny any issue. The service is appalling. They don’t event allow cancellation due to rubbish speed.
- Location
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- Location
- Newcastle
- Reviewing
- Shell Energy
- Date
- 2022-06-08
- Comments
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Absolutely terrible customer service. I found it impossible to notify them that i was moving home. Tried email (no reply) and long waits on phone(only to be cut off after a long wait). The only response i got from them was when i cancelled my direct debit. Now they want their router back which fair enough, is in their t & c’s. But i have never been asked to return a router yet and i change ups every 2 years or so.
I honestly can’t believe they are still in business with their attitude towards customers. By the way - this is the first time i’ve bothered reviewing a company in 30 years of having the internet (I started on the old dial up systems) since i normally take problems on the chin.
- Location
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- Location
- Widnes
- Reviewing
- Shell Energy
- Date
- 2022-06-07
- Comments
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Hi after been on the phone for over an hour to cancel this broad band as it’s off more than it’s on any body thinking of taking this broad band on wouldn’t bother it’s slow doesn’t work and charged me 102 pound to cancel and next mouth bill plz read reviews because this is worst broad band ever day light robbery and wouldn’t recommend these to any body
- Location
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- Location
- Brentwood
- Reviewing
- Shell Energy
- Date
- 2022-06-07
- Comments
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Into the 3rd hour of phone call spoken to. 6 people with no authority to cancel a non service since feb22.Numerous calls, visits and broken promises. Trying to terminate service. They are want to charge me £71 early termination charge for the non supply of service. Never again
- Location
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- Location
- Lowestoft
- Reviewing
- Shell Energy
- Date
- 2022-06-07
- Comments
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This box isn't big enough!! Awful customer care, billing extortionate,phone contact act abysmal, have they all died!! Left 2 months without incoming calls(crossed line) broadband intermittent to say the least. Son was ex Royal Mail customer, thankfully have bailed out!!! DO NOT TOUCH THESE. Arthur Meadows.
- Location
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- Location
- Ipswich
- Reviewing
- Shell Energy
- Date
- 2022-06-04
- Comments
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It’s even worse than post office!!! Don’t spend your hard earned money on this crusty broadband company. Absolute bog I tell ya. Takes forever to load and sometimes restarts on its own. Please, for your health and safety don’t get Shell Broadband. If this is the same company that does fuel they should stick to their day job and don’t try to make wifi routers
AND DONT EVEN GET ME STARTED ON CUSTOMER SUPPORT.
Please save yourself. I can’t even leave. I’m stuck in this wack a** crusty weak old broadband loophole.
- Location
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- Location
- Bristol
- Reviewing
- Shell Energy
- Date
- 2022-06-04
- Comments
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Broadband cannot even manage to maintain a video call. Got told I could keep my number then I can't.
Spends literally hours on hold being passed from one department to another and then back again as they don't know what their doing. I was misquoted early termination fees so decided to bite the bullet and leave, only to be told I eoukd have to pay £270 to end the contract early.
- Location
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- Location
- Berkshire
- Reviewing
- Shell Energy
- Date
- 2022-06-03
- Comments
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Broadband is totally unreliable. Constantly dropping of video calls. People cannot hear me. Unable to download. They deny there is an issue and keep fobbing us off. This service is useless. You are left waiting on hold forever and no one wants to help. Avoid this supplier.
- Location
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- Location
- Wirral
- Reviewing
- Shell Energy
- Date
- 2022-06-01
- Location
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- Location
- Reading
- Reviewing
- Shell Energy
- Date
- 2022-06-01
- Comments
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Terrible company. They took over the post office as I left. Due to this an automatic account was set up, I have cancelled this account however they have taken money out of my account with our authorisation and every time I call I wait an hour to speak with someone for them to tell me I will get a refund only for it to be bounced back each time. Terrible customer service. Still waiting for my refund.
- Location
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- Location
- Surrey
- Reviewing
- Shell Energy
- Date
- 2022-06-01
- Comments
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This review is regarding my dad's broadband with Shell which was migrated over from the Post Office. He s elderly (90 years) and hard of hearing. He asked me to call Shell to query a charge of £10 which was listed as alternative method of payment (despite £38 taken by DD for the broadband package). I called them one day and was fortunate to get through after 20 minutes but was refused any dealings as it was not my account. So I had to visit my dad and called them whilst there BUT nobody answered the phone (45 minutes). What a waste of everybody's time. They kept playing same monotonous message of how busy they were. Yet earlier that day, I was HOUNDED by 5 phone calls from them (as I am myself with Shell energy) wanting me to install a smart metre. They clearly had the sales force on the prowl but not having enough bodies to deal with queries. Shame on them. Now I am in catch 22 as I cannot speak to them unless I am at my dad's, yet when I am there the phone may not be answered.
- Location
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- Location
- Medway
- Reviewing
- Shell Energy
- Date
- 2022-06-01
- Location
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- Location
- West Cornforth
- Reviewing
- Shell Energy
- Date
- 2022-05-30
- Comments
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Been with them for nine months of an eighteen month contract. Paying £32.99 a month and the fastest download speed I've recorded has been 4.2Mbs/sec. Much of the time it's much lower, often in the low kbs region. And now I see they're currently offering "fast" broadband (ave d/l speed of 11 Mbs/sec!!) for £17.99/mth on an 18 month contract. Very unimpressed with the price I'm paying and the snail's pace download speed, and will certainly not be renewing at the end of my contract.
- Location
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- Location
- Widnes Cheshire
- Reviewing
- Shell Energy
- Date
- 2022-05-30
- Comments
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Very poor customers service.
Cancelled contract 2 months ago but still receiving demands for payments on email with no explanation!
Requested clarification for the demands, received response that didn't answer why they keep asking for money. They even threatened to charge me £35 if I didn't return the router even though they hadn't sent the promised postage bag.
Beware of this company - was OK when run by Post Office.
If you need to contact them you may spend a lot of your time waiting in a call queue. Very, very poor!!
- Location
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- Location
- Gtr Mcr
- Reviewing
- Shell Energy
- Date
- 2022-05-30
- Comments
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Shell Energy Broadband is the worst company I have ever tried to deal with. It is almost impossible to speak to the right person or get anything like a timely response.
Former Post Office customers who were transferred to Shell should band together to form an action group, so that that their host of legitimate grievances can be presented in a structured manner.
PS your star ratings should have a zero or negative option!
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
Shell Energy are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and Shell Energy.